Customer Service Advisor

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About Us:
Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience. We're here to help get you to your future - whether it's to gain world-class customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there's no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

Job title: Customer Service Advisor

Job Description:

Role Overview Are you a tech-savvy chatterbox with a knack for Customer Service? We're on the hunt for a Customer Service Advisor to join our team at one of the largest cellular networks. You'll be the superhero our customers need, answering their questions and providing information about our top-notch services.

Your mission, should you choose to accept it, involves taking inbound calls from our customers, dealing with everything from billing inquiries to account updates and product-related questions.

Qualifications and Experience

• Grade 12 (Matric)
• 12 months international BPO Experience OR 24 months Domestic Customer Service experience.

Key Responsibilities

• Deliver excellent service and solutions that meet each customer's individual needs.
• Identify vulnerable customers and adapt your approach, providing additional support when required.
• Handle escalated customer queries with empathy and integrity.
• Use your product knowledge to proactively find answers and solve problems.
• Work to tight deadlines to ensure all queries are responded to in good time and meet day-to-day service delivery targets.
• Adhere to data protection and confidentiality laws as well as regulatory compliance.

Skills and Competencies

• High proficiency in written and verbal English communication.
• Time Management: Balancing multiple tasks efficiently is essential.
• Active Listening: Understanding customer queries and questions.
• Problem Solving: Quick thinking and resourcefulness are vital.
• Communication Skills: Clear and concise communication.
• Adaptability: The ability to adjust to different customer personalities and situations is valuable.
• Customer-Centric Approach: Putting the customer first is a core competency.
• Moderate to Advanced computer skills and system navigation.
• Ability to work in a team.

Working Hours Our campaign operates in UK time, so you'll need to work the following shifts in South African times:

• Monday-Sun (9AM - 9PM)

What's in it for you?

• Competitive remuneration package
• Shift Allowance
• Weekend Hero Bonus
• Excellent monthly performance bonus of up to 20% of basic salary
• Free door to door transport for evening shifts after 7pm
• A progressive career path to help you develop in your Call center career.
• Comprehensive product training in a fun collaborative environment
• Excellent accredited training programs to assist you in career development on a variety of subjects/concepts.
• Employee Share Scheme Trust after 24 months tenure with Capita
• Eligibility to participate in our scholarship program after 24 months tenure with Capita.

Next Steps Ready to join us? Click 'Apply now' to fill out our short application. Don't forget to upload an up-to-date CV that highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

Note Shortlisted candidates will be assessed using relevant assessment tools based on the needs and requirements of the role. Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals. Please attach your most recent CV indicative of the criteria as advertised.

Location: Cape Town, South Africa
Time Type: Full time
Contract Type: Permanent